CN100508660C - 丢失的呼叫的继续 - Google Patents
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Abstract
本发明涉及丢失的呼叫的继续。交换系统附件(120)监视呼叫和被呼叫方之间的呼叫,并当一方已经或正在丢失时重新建立该呼叫。重新建立可对丢失方的相同或不同的电话号码实现,并可通过相同或不同介质(例如有线或无线)实现。原来呼叫的呼叫记录并入重新建立的呼叫的呼叫记录,从而保留了通信方丢失时存在的呼叫所涉及的实体的情景。
Description
技术领域
本发明一般涉及通信系统,并特别涉及无线通信系统。
背景技术
通信交换系统-诸如专用交换分机(PBX),例如-向它们的用户提供各种呼叫保持,转接,及会议特性。某些还提供用户可以从外部(例如公共网)电话呼叫PBX,并然后使用PBX设备进行内部或外部呼叫的特性,通常是为了降低长途电话费。
当用户的电话是有线电话时,没有因而预料不会出现由于失去的信号强度所至的呼叫丢失的危险。然而无线电话的情形就不是这样了。在无线电话的情形下,用户访问各种系统的特性取决于无线电信号余留的强度足以保持呼叫连接。当信号强度退化到某一阈值之下时,连接在一端丢失且失去呼叫。某些系统中在一定情形下,无线电话可以试图重新建立丢失的连接。然而,该连接通常是作为新的呼叫重新建立的,而不是先前呼叫的继续。类似地,有线呼叫也可建立新的呼叫代替丢失的呼叫。
Avaya公司的Digital HotDesk是一种专用交换分机(PBX)的应用,扩展了PBX-类功能性到诸如蜂窝式电话的脱网电话端点。该应用其中有蜂窝式切断特性,当呼叫者在他或她的预置文件中启动了该特性及在被呼叫的移动位置呼叫结束时,Digital HotDesk监视呼叫的状态,并将试图探知在通话期间是否发生被呼叫方的蜂窝式切断。这是当呼叫者仍然保持呼叫时,通过在被呼叫方已经被撤线之后等待规定的时间段而作出的。如果超过了时间段,则在呼叫帐单记录上记录呼叫被切断的事实,且HotDesk自动向被呼叫方以被呼叫方断开的号码设置回叫,并向呼叫者播放语音消息通知他或她HotDesk正试图重新连接呼叫。该系统在置呼叫者于呼叫者选项或被呼叫方信箱之前,将对被呼叫方试验给定的时间段。当已被切断的呼叫返回给被呼叫用户时,这与任何其它HotDesk呼叫那样被通知。如果重新建立连接,则这给出一个新的呼叫帐单记录,但同一呼叫作为该切断的呼叫处理,以便这两个呼叫可被链接。对于在它们带有蜂窝式切断启动的移动电话上参与会议呼叫的HotDesk用户,如果用户希望在会议结束前保留呼叫,该系统将把用户挂断视为蜂窝式切断,并试图重新连接呼叫,同时向其余的会议参与者播放提示。然后该呼叫将或由该用户或由语音邮件回答。因而建议从他们的移动电话参加会议呼叫的用户最好禁用蜂窝式切断特性。
虽然解决丢失呼叫的问题经过了漫长的路,但蜂窝式切断特性在其能力上有缺陷,这只是对被呼叫方按被呼叫的号码恢复呼叫。例如,这只能对被呼叫方起作用而不能对呼叫方工作;不能改变电话号码或对被呼叫方重新建立的连接介质;且不能保存呼叫的通信情景。
发明内容
本发明旨在解决先有技术的这些和其它问题及缺陷。根据本发明的第一方式,按以下方式重新建立现有通信(例如电话呼叫)的丢失部分。当检测到呼叫方(例如已经或正在)从呼叫方与被呼叫方之间现有的通信丢失时,确定呼叫方的地址,以所确定的地址重新建立到呼叫方的通信,并使现有呼叫的呼叫记录内容与重新建立的通信相关联。例如,所确定的地址可以与原来建立的现有通信的地址相同或不同。
根据本发明的另一方式,按以下方式重新建立现有通信的丢失部分。当检测到被呼叫方在第一呼叫地址从呼叫方与被呼叫方之间现有的通信丢失时,确定被呼叫方不同于第一呼叫地址的第二呼叫地址,按第二呼叫地址重新建立到被呼叫方的通信,并使现有通信的呼叫记录内容与重新建立的呼叫相关联。
根据本发明的另一方式,当检测到从对应的“持久连接”特性有效的通信的双方都丢失时,重新建立到双方的通信。
例如,呼叫地址不一定是相同类型的;例如,一个可以是无线电话号码而另一个可以是该方的有线电话号码。又例如,现有通信的呼叫记录可包括其中一方的通信情景,该情景在重新建立呼叫时被自动恢复。例如,可通过接收来自正在丢失方对该响应的信令,实现现有通信正在丢失的检测。就是说,该方的丢失可故意并主动启动。这一信令可或者自动地通过丢失方通信终端,或人工地由丢失方在他或她的通信终端上操作(例如通过按动键输入代码)发生。又例如,在由监视实体实现检测到一方从现有通信丢失时,并响应通过监视实体建立到其中一方的所述(“现有”)通信,现有通信丢失部分的重新建立可由呼叫监视实体的其中一方启动。
本发明的先进的示例应用包括:
在以下方法中描述的本发明的示例性实施例保持并转移专用交换分机的会议特性,以提供简单的机制用于实现呼叫继续。这还选择地提供了增值服务,诸如向语音邮件或第三方转移其余的呼叫参与者,或在丢失方达到呼叫中心队列头时回叫。
虽然本发明是借助于方法特征化的,但这也包括执行该方法的设备。该设备最好包括用于每一步骤的效应器-实现对应步骤的任何实体,不同于用于每个步骤的装置。本发明进而包括含有指令的任何计算机可读介质,这些指令在计算机中执行时,引起计算机执行该方法的步骤。
附图说明
从以下与附图一同考虑的本发明示例性实施例的说明,本发明的这些和其它特性和优点将变得更为明显,其中:
图1是包括本发明一示例性实施例的通信系统的框图;
图2是图1的系统呼叫继续功能的启动的功能框图;
图3是调用用于出局呼叫的呼叫继续的功能框图;
图4是调用用于入局呼叫的呼叫继续的功能框图;
图5是对丢失的非用户的呼叫继续的功能框图;以及
图6是对丢失的用户的呼叫继续的功能框图。
具体实施方式
图1示出包含本发明一示例性实施例的示例性通信系统。该通信系统包括连接到诸如公共服务电话网和/或因特网等通信网116的一通信交换系统100,诸如本地中心局交换机或PBX。交换系统100和通信网116两者都分别连接到有线通信终端102-105和106-110,他们是运行通信软件的用户终端,诸如电话或个人计算机,或附件诸如传信系统,交互作用的语音响应系统,或顾客联系中心(例如呼叫中心)。系统100和网络116向终端102-104和106-110提供通信服务。系统100和网络116还与无线通信终端112-114,诸如蜂窝式电话或个人数字助理,通信并向其提供服务。对某些无线终端112-114只能通过他们的“家庭”交换系统100服务,而其它终端可能“漫游”并通过提供无线服务的网络116任何时候最接近他们的部分服务。如至此所描述,图1的通信系统是传统型的。
图1的通信系统还包括连接到交换系统100的一附属处理器120。附属处理器120是程序存储控制机,诸如包括存储程序和数据的存储器124或任何其它适当的计算机可读存储介质,以及执行来自存储器124的程序并往来于存储器124存储和检索数据的处理器122的一个工作站。存储在存储器124中的程序中所包含的是各种服务功能130-138,诸如自动语音识别(ASR)130,文本到语音转换(TTS)132,按键音检测(TTD)134,音频产生和编码(音频)136,及电话控制138,诸如H.234,SIP,或TSAPI。如至此所描述,附属处理器120也是传统的。作为示例有Avaya 交互式话音响应(IVR)系统。另外,如果交换系统100是程序存储控制机,诸如Avaya PBX,附属处理器120可被省略,并且其功能可直接在交换系统中实现,以交换系统100的处理器和存储器或某些其它计算机可读存储装置代替附属处理器120的处理器和存储器。
根据本发明,存储在存储器124的程序中还包括呼叫继续功能126。功能126提供连接(现有通信的部分)的重新建立及因为某种不希望的原因丢失和失去的现有通信的继续,诸如关于无线呼叫的无线信号的衰减或失去。功能126在过程中使用服务功能130-138。功能126还影响交换系统100的保持,转移,和/或会议特性,以提供通信能力的继续。功能126实现虚拟通信终端152-154的查寻组150。在呼叫期间虚拟终端152-154用来表示,或仿真物理通信终端,如以下进一步所述,以便实现丢失的连接的重新建立和失去的呼叫的继续。每一虚拟终端152-154作为可附加功能126的实例的数据结构而实现的。
可或者通过终端102-105及106-114之一的用户,或者通过交换系统100,向丢失方相同的地址(例如电话号码)或向不同的地址调用呼叫继续功能126。在用户启动调用中,用户通过与先前进行该呼叫相同的无线服务,通过不同的服务,或通过有线电话重新建立呼叫连接。终端102-104和106-114可被编程,以便或者由激发终端专用激励器(例如用户推动专用按钮)的用户,或者通过输入字母数字(例如2-数字)代码调用功能126。终端102-114还能够响应检测到的状态而自动调用功能126。在交换启动调用中,交换系统100在试图重新建立该呼叫中某时间段区间或者在断开的终端,或者在其它预先指定的终端呼叫用户。
交换系统100把呼叫保留到其它(没有丢失)的呼叫参与者或多个参与者,同时它或者等待由丢失方的重新连接,或试图重新连接到丢失方。其它参与者可或者是另一用户,或者是一服务,诸如IVR(例如语音邮件)。如果当连接丢失时丢失方与IVR服务相互作用,或在呼叫队列等待一代理,则通信方的情景在整个断开和重新建立过程中保留。如果通信方与一个其它参与者相互作用,则该参与者被问及他们是否希望继续保持在重新连接的预期,或者他们更希望连接到某其它实体,例如在丢失方的邮箱中留下语音邮件。如果丢失方曾与会议呼叫上的多个其它参与者相互作用,则参与者可继续他们的会议,并可选地将这记录供后来向丢失方传送。或者,参与者可或者等待保持对丢失方重新连接,或者为丢失方留下语音邮件消息,并然后从会议断开丢失方。
无线电话112-114的用户或者通过觉察到呼叫服务的质量下降,或者在向已知的失效服务区输入时,可能能够预期有连接的故障。这种情形下,在用户重新连接时,用户能够请求呼叫的其它一方或多方等待。请求其它一方或多方保持的消息可被播放出,或者不作为用户的配置选项。
在TTD 134存在以便收集和解释来自终端作为字母数字代码在终端上输入的带内信号时,可提供以下应用:
如果用户终端中有设施可同时支持语音和数据连接,则数据连接可用来提供带外信令,且以上对带内信令所列的所有应用可经由带外信令进行。
还能够添加各种系统设施,以允许附件120前摄地提供新的连接,改进无线用户的服务质量。这些设施包括监视无线电话连接的服务质量,或获得无线电话位置的能力。使用这一信息,附件120基于过去的经验能够预测呼叫服务质量何时将退化。如果提供了这种预测能力,则以下的应用也是可行的:
当附件120检测到服务质量低于一定的阈值或预期丢失的呼叫时,它通过另外的无线服务供应商启动对用户的新的呼叫。交换系统100可选地把两个呼叫汇集在一起。然后用户能够在用户的识别下改变到较高质量呼叫,并断开较低质量的呼叫,并在会议呼叫的情形下是无缝地进行的。该技术与能够同时访问多个无线网并协助用户管理呼叫之间的转换的无线电话最好地工作。
呼叫继续功能按以下示例地进行:电话用户呼叫附件120并引起它向另一人员或终端(另一方)置一出局呼叫。在设置该呼叫之后,附件120监视该呼叫。如果并当该呼叫与通信方之一的连接丢失时,附件120引起交换系统100保留到另一方的连接,并等待确定另一方是否挂断。如果另一方没有挂断,则附件120请求该方保持重新连接(呼叫的重新建立),并可提供附加的访问选择,诸如向语音邮件或第三方的转移。
呼叫的重新建立可或者通过丢失方或者通过附件120启动。丢失的电话用户通过呼叫交换系统100上特定的号码,通过相同的无线服务,另外的无线服务,或有线电话-就是说或者从原来呼叫连接相同的电话号码,或者从不同的电话号码,启动重新连接的试图。相应地,或如果附件120正在启动尝试重新连接,附件120引起交换系统100重新连接丢失的电话用户到其它方,或通知呼叫配置的用户。在重新连接该呼叫中,交换系统100能够使用其原有的设施适当地接合,转移,或会议呼叫。呼叫者ID可用来从无线电话用户拥有的任何电话形成无缝连接。对从公共的或未知电话呼叫的电话用户要进行验证。在配置或重新连接时,还可对电话用户给出关于可能等待重新连接的其它方提供什么服务的选择(例如保持,语音邮件,转移)。
对电话用户的入局呼叫可以类似的方式处理。一呼叫者呼叫交换系统100上的号码,且交换系统自动把该呼叫连接到被呼叫的目标。然后对于由电话用户启动的呼叫,附件120监视呼叫并执行以上所述的功能。
呼叫继续如何进行的另一例子可进行调用交换系统100对于顾客-关联管理,IVR,或呼叫中心应用。当电话用户为这些服务呼叫交换系统100时,附件120对于特定呼叫者收集来自自动呼叫者ID,来自呼叫者,或来自回叫信息数据库的回叫信息。如果电话呼叫丢失,交换系统100保留呼叫的情景,并使用该回叫信息试图重新连接到电话用户。交换系统100及其相关应用可保留用户在队列中的位置,并当转到该用户的服务时回叫该用户。在恢复到其队列位置之前,该用户可能需要使用交换系统100或呼叫中心适当验证本身。
如何进行呼叫继续的另一例子可特别涉及在无线网络中调用交换系统。每一无线电话有提供这些服务的家庭交换系统。无线电话用户可通过这一交换系统设置并接收所有呼叫,或丢失的呼叫可被转移到这一交换系统等待试图重新连接。在所有呼叫通过用户家庭交换系统设置的情形下,该交换系统可能与以上所述交换系统相同。在更复杂的例子中,无线网络将在交换系统上保持经过断开的呼叫开放。这种情形下,无线网络将对呼叫定位,以便通过对于无线电话上次已知位置回到边缘开关重新连接无线电话用户。在所有的情形下,无线电话用户,将如先前通过呼叫提供对重新连接呼叫的交换系统的接入的特定号码那样,恢复呼叫。
现在将结合图2-6更为详细说明呼叫继续功能126的操作。
在图2的步骤200,该方案以由功能126提供呼叫继续服务的用户,呼叫指定给虚拟查寻组150的电话号码开始。该用户可从任何有线或无线终端102-114设置呼叫。对此响应,如果呼叫是在直接连接到交换系统100的终端102-104或112作出,呼叫被直接路由到交换系统100,或者如果呼叫如传统那样是在终端106-108或114上作出的,则通过通信网络116被间接路由。在步骤202对此响应,交换系统100把该呼叫路由到附件120并对该呼叫生成呼叫记录。在步骤204,附件120的功能126通过将呼叫映射到(将其关联到)查寻组150的虚拟终端152-154之一,负责接收该呼叫。与映射虚拟终端152-154相关联的功能126的一个实例,从此代表用户而行动并从此被称为执行该行动被映射的虚拟终端。在步骤206和208,映射的虚拟终端回答呼叫并与用户通过该呼叫通信,以便验证用户已授权功能126的服务,并确定和记录用户从其呼叫的号码。验证类似于在计算机上的登录过程,并可能涉及被映射的虚拟终端提示用户提供他或她的个人电话号码及密码ID。确定呼叫号码可自动进行,例如通过ANI,或通过提示用户输入用户从其呼叫的号码进行。呼叫号码由映射虚拟终端记忆。在验证用户时,映射的虚拟终端在步骤210“取代”交换系统100上的用户主电话102-104。用户主电话102-104不一定是物理电话,但本身可能是虚拟电话,诸如在Avaya PBX上的“仿真”电话-就是说在交换系统100的转换数据库中与用户个人电话号码相关联的一组开关终端转换。其中,转换确定交换系统100与用户电话号码相关的物理端口,用户被授权的服务类型,以及对该用户的帐单编排。“取代”涉及命令交换系统100的映射的虚拟终端,以便使用户的主电话终端转换,与对应于映射虚拟终端的交换系统100的物理端口相关联。交换系统100在步骤212通过这样作响应该命令,引起映射的虚拟电话成为用户主电话的虚拟实现。进一步的行动取决于用户是否希望对于出局呼叫或入局呼叫调用功能126。
在图3的步骤300,如果功能126对于出局呼叫被调用,则用户输入他或她希望呼叫的号码。用户可响应映射虚拟终端这样作,该终端提示用户或者输入被呼叫号码,或者输入指示功能126被调用用于出局呼叫的代码。在步骤302,映射虚拟终端接收被呼叫号码并呼叫该号码,引起交换系统100在虚拟终端152-154被映射的一个与被呼叫的终端之间建立一呼叫,以及对于该呼叫的呼叫记录。被呼叫的终端也可以是任何有线和无线终端102-114。它还可以是一查寻组,诸如自动呼叫分布(ACD)技巧/分离。现在有两个连接到映射虚拟终端152-154的呼叫:第一个呼叫从用户到映射的虚拟终端,第二个呼叫从映射的虚拟终端到被呼叫方。当被呼叫方回答该呼叫时,在步骤306,映射的虚拟终端检测到该回答,并在步骤308命令交换系统100把两个呼叫连接在一起(例如会议)成为一个呼叫。交换系统这样作,并在步骤310把两个呼叫的呼叫记录组合为一个。现在会议的呼叫形成单独的,会议的的两个分支,连接呼叫方和被呼叫方的呼叫,且在步骤312-314这一呼叫在他们之间进行。作为会议的一部分,在步骤316映射的虚拟终端152-154监视会议呼叫。如果需要,附加通信方现在被会议为该呼叫。
如果功能126对于入局呼叫被调用,则在图4的步骤400用户对这一效应输入代码。在步骤402,映射的虚拟终端接收该代码并向用户返回确认。然后用户在步骤404挂断该呼叫。当在步骤408呼叫者呼叫用户的个人号码时,交换系统100把该呼叫连接到附件120,并在步骤410对该呼叫生成一呼叫记录。被映射到用户的虚拟终端152-154检索在图2的步骤206存储的用户的电话号码,并在步骤412呼叫在该号码的用户。在步骤414,交换系统100建立到该用户的呼叫,并对其生成一呼叫记录。当在步骤416用户回答时,有两个呼叫连接到映射的虚拟终端152-154;从呼叫方到映射的虚拟终端的第一呼叫,及从映射的虚拟终端到用户的第二呼叫。在步骤418,映射的虚拟终端检测到用户的回答,并命令交换系统100把两个呼叫组合(例如会议)为一个会议。在步骤420,交换系统100这样作,并把呼叫的两个呼叫记录组合为一个。在步骤422和424,现在会议的呼叫形成单独的、会议的、连接呼叫方和用户的呼叫的两个分支,且这一呼叫在双方之间进行。作为会议的一部分,在步骤426虚拟终端152-154被映射的一个终端监视会议呼叫。如果需要,现在附加方被会议到该呼叫。
任何一方的呼叫连接-就是说会议呼叫的任何一方分支-可能或者有意或者无意被丢失。对呼叫的任何一方可检测到其呼叫连接将要丢失,并对这一效应向映射的虚拟终端传信。在图3的步骤316或图4的步骤426由于映射的虚拟终端监视着会议呼叫,它检测出或者是一方已经丢失,或者传信指示一方将要丢失。在图5的步骤500,如果映射的虚拟终端检测到非用户方已经或者正在从会议呼叫丢失,但用户方已经停留在呼叫上(没有挂断),则在步骤502如果它已经丢失,它引起交换系统100丢去会议呼叫的非用户分支,并在步骤504交换系统100这样作。然后映射的虚拟终端通知用户,其它方已被丢失,并在步骤504询问用户是否应当重新建立与丢失方的连接。
可选地,在步骤504映射的虚拟终端还可向用户提供其它选项。例如,如果会议呼叫涉及两个以上的通信方,则其余的会议参与者可选择继续进行会议同时使附件120对其记录,或者替代试图与丢失方的重新连接,或在丢失方没有被重新连接的情形下,并且如果丢失方没有得到重新连接,他们可向丢失方的语音邮件邮箱发送记录。
如果在步骤506用户通过挂断响应,则在步骤510映射的虚拟终端以传统的方式进行呼叫结束。如果在步骤508用户希望重新建立呼叫,则在步骤512映射的虚拟终端,或者在丢失方在图3的步骤302已呼叫的号码,或者在丢失方在图4的步骤408已从其呼叫的号码,呼叫丢失方。交换系统100在步骤514建立该呼叫及其呼叫记录。在步骤516,如果并当被呼叫(先前丢失)方回答时,在步骤518映射的虚拟终端通知被呼叫方,这是先前呼叫的重新建立。现在有两个连接到映射的虚拟终端152-154的呼叫:用户与映射的虚拟终端之间的第一呼叫,以及从映射的虚拟终端到被呼叫(先前丢失的)方的第二呼叫。在步骤520,映射的虚拟终端现在命令交换系统100组合(例如会议)两个这两个呼叫为一个呼叫。在步骤522,交换系统100这样作并组合这两个呼叫的呼叫记录为一个记录。在步骤524和526,会议的呼叫再次形成连接两方的两个单独的会议呼叫的分支,且这一呼叫在它们之间进行。作为会议的一部分,在步骤530映射的虚拟终端152-154监视会议呼叫。
在图6的步骤600,如果映射的虚拟终端检测到用户正在从会议呼叫丢失,但非用户方仍停留在呼叫(没有挂断),在步骤602这引起交换系统100丢失会议呼叫的该用户部分,如果它尚未被丢失,且交换系统100在步骤604这样作。在步骤606,这时映射的虚拟终端通知其它方,该用户已被丢失且呼叫正在被重新建立。可选地,映射的虚拟终端还可对其它方查询其它所需的选项。例如,替代等待呼叫重新建立,其它方可能希望被转移到用户的语音邮件邮箱或第三方,诸如用户的秘书或同事。如果该方或者选择这些选项之一或者挂断,则在步骤612,映射的终端异常终止试图呼叫重新建立,并如果有选项被选择则实现选择的选项。可选地,按用户的选择,映射的虚拟终端回叫用户,以通知该用户呼叫的配置。如果在步骤610该方只是停留在呼叫以等待呼叫重新建立,功能126在步骤614检验映射的虚拟终端152-154的转换,以确定呼叫的重新建立是被它还是被用户启动,如果被它启动,则到什么电话号码。如果呼叫的重新建立要由映射的虚拟终端启动,则在步骤616映射的虚拟终端,在由该转移规定的号码设置对该用户的一呼叫。交换系统100在步骤618建立该呼叫及其呼叫记录。在步骤620当用户回答时,在步骤622映射的虚拟终端通知用户,这是先前呼叫的重新建立。
返回步骤614,如果呼叫重新建立要由用户启动,在步骤624,映射的虚拟终端等待从用户到与映射虚拟终端152-154相关联的电话号码的一呼叫的接收。用户可从任何终端102-114设置该呼叫,如果它是相同的终端或与其连接被丢失的终端不同的终端。当用户在步骤626设置该呼叫时,交换系统建立对映射虚拟终端的呼叫,并在步骤628生成对于该呼叫的呼叫记录。
随后的步骤622或628,有两个呼叫连接到映射虚拟终端152-154:非用户方与映射的虚拟终端之间的第一呼叫,以及用户与映射虚拟终端之间的第二呼叫。在步骤630,映射的虚拟终端现在命令交换系统100组合(例如会议)该两个呼叫为一个呼叫。在步骤632,交换系统100这样作,并组合这两个呼叫的呼叫记录为一个记录。在步骤634和636,会议的呼叫再次形成单独的、会议、连接两方的呼叫的两个分支,且这一呼叫在它们之间进行。在步骤638,作为会议的一部分,映射的虚拟终端152-154监视会议呼叫。
可选地,如果映射的虚拟终端检测到双方都从该呼叫丢失,且该呼叫使“永久连接”特性激活,映射的虚拟终端通过实现图5和6的过程平行地对双方重新建立呼叫。
当然,对于业内专业人员,对上述示例性实施例的各种变化和修改将是明显的。例如,本发明的应用不限于传统的,电路交换,呼叫,而是还可扩展到其它的通信类型,诸如包交换(VoIP)呼叫。或者,本发明可以混合的模式使用:例如,当GPRS同时支持语音和数据两者时,控制信息能够通过GPRS数据连接及通过传统的蜂窝式技术传递的语音(载体)发送。这种改变和修改可在不背离本发明的精神和范围且不减少其伴随的优点之下进行。因而除了至此先有技术所限之外,这种改变和修改是要由以下权利要求覆盖的。
Claims (12)
1.一种重新建立通信连接的方法,所述方法包括:
将通信虚拟终端与第一方和第二方之间的第一通信连接相关联,所述第一通信连接是通过组合所述第一方与所述虚拟终端之间的连接和所述第二方与所述虚拟终端之间的连接而形成的;
检测到第一方从第一连接丢失;
响应于所述检测,在第一方和虚拟终端之间建立第二通信连接;
组合所述第二方与所述虚拟终端之间的连接和所述第二通信连接,以便重新建立第一方和第二方之间的通信连接;以及
将第一连接的呼叫记录的内容与重新建立的连接相关联。
2.根据权利要求1的方法,其中:
将通信虚拟终端与第一通信连接相关联包括:
在第一方和通信虚拟终端之间建立第三通信连接;
在虚拟终端和第二方之间建立第四通信连接;以及
组合第三和第四通信连接,以便在第一和第二方之间建立所述第一通信连接;
检测包括:
所述虚拟终端监视第一通信连接;以及
通过监视到第一方从第一通信连接丢失而检测;以及
组合包括:
组合第二通信连接和第四通信连接,以便重新建立第一方和第二方之间的通信连接。
3.根据权利要求1或2的方法,进一步包括:
将第一和第二方之一的通信终端的终端转换与所述虚拟终端相关联。
4.根据权利要求1或2的方法,其中:
所述第一通信连接存在于处于第一呼叫地址的第一方和第二方之间;
建立第二通信连接包括:
确定除第一呼叫地址之外第一方的第二呼叫地址;以及
建立至处于第二呼叫地址的第一方的第二通信连接。
5.根据权利要求4的方法,其中:
第一呼叫地址是用于第一方的无线通信连接的地址;以及
第二呼叫地址是用于第一方的有线通信连接的地址。
6.根据权利要求1或2的方法,其中:
第二方包括顾客联系中心,
第一通信连接的呼叫记录包括在第一方丢失的时间点所述第一方在顾客联系中心的联系队列中的位置的指示;以及
关联呼叫记录的内容包括:
自动地重新建立第一方在联系队列中的位置。
7.一种重新建立通信连接的设备,所述设备包括:
与第一方和第二方之间的第一通信连接相关联的通信虚拟终端,所述第一通信连接是通过组合所述第一方与所述虚拟终端之间的连接和所述第二方与所述虚拟终端之间的连接而形成的;
第一方从第一连接丢失的检测器;
第一方和所述虚拟终端之间的第二通信连接的建立器;
所述第二方与所述虚拟终端之间的连接和第二通信连接的组合器,用于重新建立第一方和第二方之间的通信连接;以及
将第一通信连接的呼叫记录的内容与重新建立的通信连接相关联的相关器。
8.根据权利要求7的设备,其中:
所述虚拟终端适于监视第一通信连接以便检测从第一通信连接丢失的一方;
建立器适于在虚拟终端和第一方之间建立第三通信连接,以及在虚拟终端和第二方之间建立第四通信连接,并适于响应于虚拟终端检测到第一方从第一通信连接丢失,而在虚拟终端和第一方之间建立第二通信连接;以及
所述组合器适于组合第三和第四通信连接,以便建立第一方和第二方之间的第一通信连接,并适于组合第二通信连接和第四通信连接,以便重新建立第一方和第二方之间的通信连接。
9.根据权利要求7或8的设备,进一步包括:
映射器,适于将第一和第二方之一的通信终端的终端转换与所述虚拟终端相关联。
10.根据权利要求7或8的设备,其中:
所述第一通信连接存在于处于第一呼叫地址的第一方和第二方之间;
所述建立器适于确定除第一呼叫地址之外第一方的第二呼叫地址;以及
所述建立器适于建立至处于第二呼叫地址的第一方的第二通信连接。
11.根据权利要求10的设备,其中:
第一呼叫地址是用于第一方的无线通信连接的地址;以及
第二呼叫地址是用于第一方的有线通信连接的地址。
12.根据权利要求7或8的设备,其中:
任一方包括自动与另一方交互的装置;
第一通信连接的呼叫记录包括在第一方丢失的时间点所述装置的情景;以及
所述相关器适于自动使得所述装置的情景恢复。
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CA2445926A1 (en) | 2004-11-21 |
KR20040101009A (ko) | 2004-12-02 |
EP1480427A1 (en) | 2004-11-24 |
US7228145B2 (en) | 2007-06-05 |
JP2004350260A (ja) | 2004-12-09 |
KR100806428B1 (ko) | 2008-02-21 |
CN1575018A (zh) | 2005-02-02 |
US20040235509A1 (en) | 2004-11-25 |
JP4313165B2 (ja) | 2009-08-12 |
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